thread Re: Getting a new user in the app in Payments Troubleshooting

Getting a new user in the app

Cassio — Sun, 21 Sep 2025 10:39:56 GMT

Hi,

I've been trying to set up a new user in the app point of sale but can't seem to find the user created on my admin page on line.

I've created the new user on my admin page and I can see it's there but when I try to get it going in the app point of sale I can't find it.

Any tips or advices please?

Many thanks

Re: Getting a new user in the app

doc_choc — Wed, 19 Mar 2025 15:47:35 GMT

Do you use multiple locations or is the user allocated to a specific location? It may be that the user does not have access to the specific location you are testing on. Potentially other things could also be causing the problem though.

Re: Getting a new user in the app

Cassio — Wed, 19 Mar 2025 20:50:33 GMT

Hey DOC_CHOC, thanks for the message.

I don't use multiple locations, have only one. I just find strange that I'm able to see online on Square website and not in the app, with the same admin login and password.

Re: Getting a new user in the app

Sineaid — Thu, 20 Mar 2025 13:00:43 GMT

Hi @Cassio,

Thanks for your post, and welcome to the Community!

It's great to see you've already had help from one of our most knowledgeable Community members! Thanks starting that process of elimination @doc_choc.

From what you've said, it sounds like your permission set for this profile might not include Square Online. You can check this by heading over to Staff > Team > Permissions > Select the permission set assigned to the profile.

From there you'll have the option to enable Full Access, or select the functions you'd like this user to be able to administer, such as Online.

Let us know how you get on after checking these settings.

Re: Getting a new user in the app

Cassio — Thu, 20 Mar 2025 19:52:23 GMT

Hi @Sineaid

Thanks for replying to my post!

Maybe I haven't explained myself clearly but I managed to create the new user and establish its permissions, what I can't seem to do is to see this username on my POS app. I can see it online when I log into my account but I can't access when I'm on the POS app where this user actually needs to work on.

Please let me know if you have any ideas on what it can be done?

Many thanks